Senior Manager, Technical Support Engineering

Motive; Lahore; On-site; PKR 4,000,000 - 7,000,000; Full time

Job summary

Motive is seeking a seasoned Manager of Technical Support Engineering to lead a major portion of our Tier 2/Tier 3 Support organization across multiple teams and customer segments. You will shape the operating rhythm, org design, and scaling strategies, partnering with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management to raise CSAT, SLA, FCR, and incident readiness.

This role requires building leadership, managing managers, driving metrics, and delivering

Qualifications

• 6+ years of experience leading technical teams in fast-paced, high-volume support organizations.
• Experience managing managers or leading through a management layer.

Responsibilities

• Own performance, staffing strategy, and organizational health across multiple pods or business segments.
• Lead and develop a layer of managers and senior ICs, building leadership capability and accountability.
• Set the operating cadence for your area through goal-setting, reviews, and inspection mechanisms.
• Drive workforce planning with Workforce Management, Recruiting, and Finance, including headcount planning and ramp assumptions.
• Partner with managers to ensure high-quality performance management, coaching, and retention across Technical Support Engineers and Technical Account Managers.
• Represent Support in cross-functional forums with Product, Engineering, CS, Sales, and Operations to influence roadmaps and releases.

Skills

Leadership

People management

Stakeholder communication

Analytics

Incident management

Change management

Education

Technical degree in Computer Science or Engineering

Tools

Salesforce

Tableau

Jira

Confluence

Google Sheets

Job description

Motive is seeking a seasoned Manager of Technical Support Engineering to lead a major portion of our Tier 2/Tier 3 Support organization across multiple teams and customer segments. You will shape the operating rhythm, org design, and scaling strategies, partnering with Product, Engineering, Sales, Customer Success, Support Ops, and Workforce Management to raise CSAT, SLA, FCR, and incident readiness.

This role requires building leadership, managing managers, driving metrics, and delivering